Talkdesk is pioneering a new era of Customer Experience Automation (CXA), redefining how the world’s most admired brands interact with their customers through AI. Our global team of courageous innovators is customer-obsessed, building AI-first solutions that put empathy, trust, and transparency at the center of every interaction. We foster an inclusive culture where diverse perspectives drive our success and every voice belongs. Combining the stability of a global leader with the agility of a disruptor, Talkdeskers are empowered with the autonomy to drive meaningful impact, while giving back to the communities and environment around us.
Talkdesk has been recognized as a Leader in the Gartner® Magic Quadrant™ for Contact Center as a Service (CCaaS) and in the G2 Overall Grid® Reports for AI Agents and Contact Center. With seven consecutive years on the Forbes Cloud 100 and multiple AI Breakthrough awards, there has never been a more exciting time to join us as we shape the future of customer experience automation!
Duties and Responsibilities:
- Design and implement infrastructure and services that are reliable, scalable, and performant
- Develop and maintain infrastructure as code (IaC) scripts and tools to automate the deployment and management of systems and services
- Work closely with development teams to ensure that services are designed with reliability, scalability, and performance in mind
- Implement and maintain monitoring and alerting systems to detect and respond to system failures and performance issues
- Troubleshoot and resolve complex technical issues related to system reliability, scalability, and performance
- Implement and maintain disaster recovery and business continuity plans
- Collaborate with cross-functional teams, including development, operations, and security, to ensure that systems and services are integrated and secure
- Participate in on-call rotation and respond to incidents as needed
- Stay current with emerging trends and technologies in site reliability engineering, and provide recommendations for improvements to the company's infrastructure and services.
Qualifications:
- Bachelor's degree in Computer Science, Information Technology, or related field
- 5-7 years of experience in site reliability engineering or related roles in the industry
- Strong understanding of cloud computing technologies, such as Amazon Web Services (AWS), Microsoft Azure, and Google Cloud Platform
- Experience with infrastructure as code (IaC) tools, such as Terraform, Ansible, or Chef
- Proficient in at least one programming language, such as Python, Java, or Go
- Experience with container orchestration platforms, such as Kubernetes or Docker Swarm
- Strong knowledge of networking, including TCP/IP, DNS, and load balancing
- Experience with monitoring and logging tools, such as Prometheus, Grafana, or ELK stack
- Strong problem-solving skills, with the ability to analyze and solve complex technical problems
- Excellent communication and collaboration skills, with the ability to work effectively with cross-functional teams and stakeholders
- Experience with IT service management frameworks, such as ITIL
Work Environment and Physical Requirements:
Primarily office-environment work, extended periods of sitting or standing, computer-based work. Limited lifting, and equipment usage limited to computer-related equipment (keyboards, mouse, etc.)
The Talkdesk story hinges on empathy and acceptance. It is the shared goal among all Talkdeskers to empower a new kind of customer hero through our innovative software solution, and we firmly believe that the best path to success for our mission is inclusivity, diversity, and genuine acceptance. To that end, we will hire, promote, work along, cheer for, bond with, and warmly welcome into the Talkdesk family all persons without regard to ethnic and racial identity, indigenous heritage, national origin, religion, gender, gender identity, gender expression, sexual orientation, age, disability, marital status, veteran status, genetic information, or any other legally protected status.Similar Jobs
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What We Do
Talkdesk is a global customer experience leader for customer-obsessed companies. Our contact center solution provides a better way for businesses and customers to engage with one another. Our speed of innovation and global footprint reflect our commitment to ensure businesses everywhere can deliver better customer experiences through any channel, resulting in higher customer satisfaction, cost savings and profitability. Talkdesk CX Cloud is an end-to-end customer experience solution that combines enterprise scale with consumer simplicity. Over 1,800 innovative companies around the world, including IBM, Acxiom, Trivago, and Fujitsu partner with Talkdesk to deliver a better way to great customer experience. Learn more and request a demo at www.talkdesk.com.
